ASSIGNMENT RESPONSIBILITIES



Note: All official drafts, documents and recommendations, as listed below, must be reviewed, finalized and approved / accepted by appropriate BPA manager or other federal personnel with the authority to do so.



Field telephone calls, voicemails and emails from BPA IT clients.



Troubleshoot calls/tickets assigned from the IT Service Desk and start the resolution process, bringing in other subject matter experts as required.



Track issues using a central incident management application.



Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.



Configure Microsoft Office applications and resolve usability issues. Includes troubleshooting Microsoft Outlook clients connecting to multiple Microsoft Exchange Servers and network file shares/printers. Resolve end-user functionality questions...